Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/14/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  6/15/23 Order #****** -I received an order for customized bags on 7/11/23 -I reached out to them about my order that evening, left a message and sent an email -My issue was damaged bags due to shipping & my logo printed w/ their icons on the bottom of the face of the bag, I was not aware or made clear, based on their website or email communication that this was their default design -I issued artwork that only had my logo, their site at the time had a different bag as an image, when I inquired about pricing -I would like reprinting with my logo by itself, they will only agree to a 20% on another order -I disagree, told them there is conflicting information on their website and emails, their email for artwork approval gave a bullet point list of what to check, their logo icons were not listed -****** agreed there was miscommunication but will not re-print my order, She also said it was "...lost in translation" Not clear what that means

  Business Response

  Date: 07/14/2023

  *********,

  Thank you for sharing your feedback. The way these glassine bags are converted, the sustainability logos are on the "front" side, which is the side that has no seams and is the side that most people do print their artwork on. We include these sustainability logos in the proof that customers approve to ensure everyone can see their placement. I've attached those proofs here as well. 

  I believe you have ordered printed mailers from us in the past. These products are converted differently than glassine bags in that the sustainability logos are in the back (the proofs convey this as well). I am very sorry that you experienced the differences between these two products this way and had such a disappointing order with EcoEnclose. It is our intent to make it as easy as possible for brands to pursue more sustainable packaging and this clearly wasn't the experience you had.   

  Upon reviewing your communication with ***** and ****** this morning, it does look like they went ahead and put in a reprint for you on these. Please note that this action was taken before we received this BBB complaint. This isn't necessarily our standard protocol, but ***** has the authority to make this decision in the right situations and decided, after connecting with ****** to move forward in this way and help give you the best outcome possible for you and your business. You mentioned in your email asking to speak with *****'s supervisor. To clarify, ***** manages our entire Customer Support team, and reports up to the President of the organization who was unavailable at the time. 

  Again, we are sorry that you had a disappointing order experience with EcoEnclose and I hope you are able to use the reprinted bags successfully!

  Regards,

  ***********************

  Owner and CEO

  Customer Answer

  Date: 07/14/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************